Is LinkedIn useful? Thanks folks, in this crisis, you were a valuable resource…
On Friday, July 20, a fire destroyed a factory near Sydney. We were asked to provide the crisis&recovery and media support. We are reasonably confident in most areas of crisis&recovery and we know fires can have a profound impact on individuals. So the critical issue for us was not to miss the unexpected, something that [...]
eCommerce #3: 9 Tips on Managing Negative Customer Reviews
We are entering an era when people are gaining courage/enthusiasm to post customer reviews – mostly negative – on public sites or forums. It’s causing massive anxiety within companies. Turning this negative into a positive is hard. In the below insightful WSJ article, up to “24% of small and midsize businesses in the U.S. currently [...]
How McDonald’s solved a crisis by changing a hashtag.
McDonald’s recently published a Twitter campaign with #meetthefarmers as the hashtag. It went well. Then they added two tweets with a hashtag, #McDStories, which begged a more cynical audience. As a result, McDonalds started getting hammered with negatives. Acting quickly, McDonalds removed #McDStories, but kept #MeetTheFarmers.The change in the tone of tweet responses was instant [...]
